Amadeus E-Support Centre Airline Customer Registration Process

Amadeus e-Support Centre Airline Customer Registration

Amadeus e-Support Centre Airline Customer Registration Process User Documentation

Version 6.0

Document control

Security level Company Amadeus IT Group SA Department SMA Author Muriel Etievant, Naoual Silbois Version Date Change Comment By 5.0 07Dec10 NA Approved Antonio Di Rienzo 6.0 14Mar12 User registration Approved Naoual Silbois form

Airline Customer Implementation Amadeus e-Support Centre Service Management Automation Amadeus IT Group SA France www.amadeus.com 1/11 Amadeus e-Support Centre Airline Customer Registration

Document scope...... 3 Pre-requisites...... 3 Distribution of this document...... 3 1 Introduction...... 4 2 How to register...... 4 2.1 Submitting the User Request Form...... 6 2.2 Userid Approval notification...... 10 3 How to modify/update a user’s profile...... 12 4 How to delete an e-support Centre user...... 13 5 The Key Code...... 14 6 Support...... 14 7 Contacts...... 14

Document scope

The following document has been written for the benefit of airlines who wish to register themselves or their company’s Functional Helpdesk , Pricing, Inventory and ticketing department users to access the Amadeus e-Support Centre portal and its optional Automation tools. Pre-requisites You need access to the Internet. The Amadeus e-Support Centre which is a browser based application.

You must already have an Amadeus Airline Extranet username and password

If you or any of the employees you wish to register do not already have an Amadeus Airline extranet username and password, please obtain one before continuing with this process from this URL: https://customers.amadeus.com/registration-ext

An e-mail with userid and password will be sent to you as soon as it has been approved.

You need access to Amadeus Customer Service Point to submit the User Request Form.

If you don't have access to Customer Service Point please contact your Amadeus Account Manager to request access. Distribution of this document

This Registration Process document can be downloaded from the following locations:

Amadeus Airline Extranet - http://www.amadeus.com/airlines/x155770.html Click on Register for the e-Support centre

1 Introduction

Please visit the Airline Extranet and discover the many benefits and features of the Amadeus e-Support Centre you will soon be enjoying. https://customers.amadeus.com/extranets/airlines/1_3_support_services_cat.jsp? code=esupportcentre

2 How to register

2.1 Complete the User Request form

First ensure every employee you wish to register has already applied for and received their airline extranet userid and password. If this is not the case then ask them to request one from the following Url https://customers.amadeus.com/registration-ext/

*For simplicity, we recommend one company representative collects all the userids, Names and Surnames and submits a single User Request Form for all required new users within the same Work order.

We recommend you subscribe your Functional Helpdesk , Pricing, Inventory and ticketing department members to the Amadeus e-Support for knowledge database access and Ticketing table experts to the automation tools as well.

1. Click on the User registration form icon to open the User request form.

2. Save a copy of this User Request Form now on your local computer with filename: “e-Support Centre Airline Registration.xls” (Ensure you save it somewhere you can locate it when uploading into the work order)

User Registration Form

*Save a copy of this User Request Form on your local computer

3. Open your local copy and fill in one column per user you wish to register ensuring that line 21 contains their airline extranet userid . (See pre-requisites)

4. Make sure that all mandatory user details are entered and Save the document.

5. If you wish to subscribe a user to an Automation Tool, write “Yes” next to each tool the user should be given access to.

6. If your airline is responsible for maintaining tables for another airline, add their IATA airline code in the field “on behalf of which airline”.

*IMPORTANT: Once users have been given access to the Automation Tools and received their user IDs, they will become responsible for maintaining your airline’s tables and you will no longer need to contact the Amadeus Service Management Centre for such requests.

2.2 Submit the User Request Form

Using Amadeus Customer Service Point :

1. Login to Customer Service Point at https://www.customerservicepoint.amadeus.com/

2. Create a new work order using the Template called: e-Support Centre\Airline User Creation Request

Airline Customer Implementation Amadeus e-Support Centre Service Management Automation Amadeus IT Group SA France www.amadeus.com 5/11 Amadeus e-Support Centre Airline Customer Registration 3. Fill in the Template with your User details and click on Submit.

If you are submitting a request for additional users, you can use the same work order as follows:

4. Open the Work Order you just submitted and attach your local copy of the “e-Support Centre Airline Registration.xls” which contains the additional user names .

5. Click on Attach.

6. Enter the path of where you saved your local copy of the “e-Support Centre Airline Registration.xls” and click on Attach File to Record

Registration requests can take up to 10 days to process . When completed, your Work Order will be assigned back to you.

7. Once the Work Order is sent back to you for closure, you will then need to inform all users that their access is ready by sending them individually the following e-mail text !

Dear Airline Colleague,

Your Amadeus e-Support Centre access is ready to be used.

The URL to access the Amadeus e-Support Centre is: https://mye- supportcentre.amadeus.com/login

Please use your Amadeus airline extranet username and password. Forgot your password? Click here to reset it https://customers.amadeus.com/supportCentre/public/resetPwdCust.do

 If you have requested access to the Automation tools:

The tools are very straight forward to use .If there are any questions or problems on how to use the tool, do not hesitate to contact the Amadeus Service Management Centre for assistance.

Here are Urls to the Tools on line Help files :

https://mye- supportcentre.amadeus.com/eTass/jsp/automation/terminalreset/terminalreset_help/OnlineHelpFor TerminalReset.htm

https://mye-supportcentre.amadeus.com/eTass/jsp/automation/ita/ita_help/OnlineHelpForITA-2.htm

https://mye- supportcentre.amadeus.com/eTass/jsp/automation/ctu/ctu_help/OnlineHelpforCommissionTable.ht m

KEY CODE

When you access the automation tools, you will be asked to enter a key code. If you do not have a keycode, Click on “please e-mail me a new Key Code” and you will receive an e-mail shortly after with it.

* This key code does not replace your login password! It is to get you securely into the Automation tools once logged into the Amadeus e-Support Centre .

For future support issues, please contact the Amadeus Service Management Centre.

Your staff members can then start using the Amadeus e-Support Centre portal at the following Url: https://e-supportcentre.amadeus.com

* Registration requests can take up to 10 days to process from the date they are submitted.

They are all:  verified by Amadeus for correct information  forwarded to our security departments to define user IDs & passwords  forwarded to our administration team to assign appropriate access to the Automation Tools and knowledge content.

2.3 Userid Approval notification (In the case that you did not already have an Amadeus Airline extranet user ID)

When your new individual user IDs are created, your staff members will receive the following e-mail directly in their personal mailbox. It will contain a unique username and password that should remain confidential.

On receipt of this email, the user will be able to use it to login to the Amadeus Airline Extranet but not yet to the Amadeus e-Support Centre.

Once we have finished configuring the additional Amadeus e-Support Centre Tool definitions, your Work Order will be sent back to you for closure.

You will then need to inform all automation tool users of that their access is ready by sending them individually the same e-mail as above.

Your staff members can then start using the Amadeus e-Support Centre portal automation tools at the following Url: https://e-supportcentre.amadeus.com

3 How to modify/update a user’s profile

Using ACSP

To update an existing user’s profile information open a Work Order using the Template called: e-Support Centre\Airline User Update Request

SMC staff will assign the Work Order to the SMS OneView Central Administration Functional department.

4 How to delete an e-support Centre user

Using ACSP

Requesting to have a user deleted will result in him/her being deleted from the Amadeus Airline Extranet and from the Amadeus e-Support Centre. To do so open a Work Order Using the Template called: e-Support Centre\Airline User Deactivation Request

SMC staff will assign the Work Order to the SMS OneView Central Administration Functional department.

5 The Key Code

When accessing the Automation Tools, you are asked to enter a Key Code.

If you do not have one yet, click on “please e-mail me a new Key Code” and you will receive it shortly after by e-mail.

This Key Code is personal and is to remain confidential at all times and is not to be given to another colleague.

6 Support

All technical and functional support issues on the Amadeus e-Support Centre are to be reported by IR (INCIDENT RECORD) to the Amadeus Service Management Centre

Airline Customer Implementation Amadeus e-Support Centre Service Management Automation Amadeus IT Group SA France www.amadeus.com 10/11 Amadeus e-Support Centre Airline Customer Registration Airline IT: Assignee code: MHDAIT. Please do not address them by e-mail.

Airline Customer Implementation Amadeus e-Support Centre Service Management Automation Amadeus IT Group SA France www.amadeus.com 11/11